In an era where customer service can make or break a business, it's surprising to encounter a "closed after 4:00 P.M." policy. This narrative explores a personal experience with subpar service during a mountain retreat, highlighting the importance of hospitality in the hospitality industry. With customer expectations evolving, businesses must adapt to provide support and services beyond traditional hours. Yet, some establishments, like the one in this story, seem to miss the mark, leaving guests with a less-than-stellar impression.
A few months ago, I delved into the various customer service styles that businesses employ, some of which are more detrimental than helpful. From the overly aggressive to the completely absent, these methods can leave customers feeling frustrated and undervalued. The full exploration of these styles can be found here.
My wife and I set out on our annual three-day retreat, a chance to recharge and reconnect away from the daily grind of parenthood. Our destination was a quaint resort nestled high in the mountains, promising peace and relaxation. However, our experience was anything but serene.
Upon arrival at the Resort-on-the-Edge-of-Nowhere, we were informed that check-in was strictly at 4:00 P.M., not a minute earlier. This policy was our first hint that customer service might not be the establishment's strong suit. Later, a simple request for an extra pillow at 6:30 P.M. was met with a baffling response: the laundry department was closed, and the front desk clerk had no access to additional supplies.
The clerk's inability to fulfill our request was not an isolated incident. Another guest had been denied an iron for his wife's dress because, once again, it was past the 4:00 P.M. cutoff. These experiences underscored a systemic issue within the resort's approach to customer service.
The hospitality industry is built on the foundation of treating guests with care and consideration. Yet, this resort seemed to have missed the memo. My previous writings, including a true account of a stay at Hotel Stella and a humorous take on paper-thin hotel walls, can be found here and here, respectively.
The resort's shortcomings highlight a critical aspect of modern customer service: availability. In a 2018 Microsoft report, it was found that 66% of consumers expect a response from customer service within an hour, and 11% expect an immediate response. This expectation extends to all industries, including hospitality.
The consequences of poor customer service are tangible. According to NewVoiceMedia's 2018 "Serial Switchers" report, businesses lost $75 billion due to poor customer service, a staggering increase from $13 billion in previous years. This loss is often due to customers switching to competitors after a bad service experience.
Businesses must recognize the importance of extending service hours and empowering employees to address customer needs promptly. In the digital age, where online reviews can significantly impact a business's reputation, it is more crucial than ever to prioritize customer satisfaction.
Our escape from the Resort-on-the-Edge-of-Nowhere was a relief, but it left us with a clear understanding of the value of good customer service. As we continue to navigate the hallways of life, it's essential for businesses to remember that every interaction counts and that hospitality should not have a closing time.
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